eglobalis

DECEMBER 17, 2024

The customer experience (CX) landscape is undergoing a seismic transformation , with 2025-6 poised to be a defining year. Outdated metrics and strategies will be replaced by AI-driven innovations that promise to reshape how businesses interact with and anticipate the needs of their customers.

AI 372

AI CX Sentiment Analysis Net Promoter Score 372

eglobalis

MAY 13, 2025

Enterprise vendors like Medallia concede this shift; at a 2025 industry conference, Medallias CEO remarked that B2B organizations must move beyond siloed, survey-centric programs to truly understand customers. Implications for CX teams: B2B CX leaders should critically evaluate their survey practices.

B2B 310

B2B AI Customer Survey VOC 310

InteractionMetrics

MAY 19, 2025

The panelists agreed that to improve the customer experience, you have to understand itand thats especially true in B2B. Essentially, customer experience research lays the foundation for understanding what customers expect, how they behave, and where they encounter friction.

B2B 52

B2B Customer Experience CEM AI 52

CX Network

JULY 2, 2025

Learn More Back in 2014, a Gartner survey found that 89 percent of companies expected to compete primarily on the basis of CX by 2016—a dramatic leap from just 36 percent in 2010. Similarly, Jaruzelski, Loehr and Holman (2011) predicted that CX management would become the defining trait of tomorrow’s leading innovators.

CX 59

CX Legal Artificial Intelligence Customer Loyalty 59

eglobalis

SEPTEMBER 11, 2024

To start my article, I’d like to hear your thoughts: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating truly innovative outcomes, or is there something more extraordinary required? However, employees are the bedrock of innovation within any organization.

Innovation 478

Innovation CX Artificial Intelligence B2B 478

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. This symbiotic relationship has led to a continuous evolution in technology, pushing the boundaries of what customers expect and experience. However, Samsung’s influence extends far beyond consumer electronics.

CX 531

CX Innovation Manufacturing Technology 531

eglobalis

OCTOBER 9, 2024

However, focusing on long-term strategy ensures that your business stays on course, avoiding reactionary decisions that can lead to fragmented product development, while also balancing the risk of customer churn if competitors offer similar features or services. Another option is to charge the customer for developing their unique request.

Customer Feedback 530

Customer Feedback Innovation Compliance B2B 530

Intercom, Inc.

JUNE 19, 2018

In a recent survey of customer support leaders, Aircall, an internet phone system specifically built for online call centers, found that controlling costs was the No. Moreover, when new innovations are developed for the customer support industry, they are often framed as a way to cut costs rather than offering better service.

Customer Expectations 216

Customer Expectations Real Estate Start-ups Machine Learning 216

ECXO

APRIL 13, 2023

Cultural norms – cultural norms and values may influence customer expectations and behaviour, such as the importance of punctuality in Switzerland or the emphasis on hospitality in Italy. While in less developed economies, companies tend to focus more on basic customer service needs. What do customers expect?

Customer Experience 156

Customer Experience CX Hospitality Hospitality 156

TeamSupport

APRIL 11, 2024

Within global commerce, the manufacturing industry is a foundational pillar driving innovation, growth, and progress. Manufacturing involves the process of transforming raw materials into finished products across industries and geographies. Delivering an exceptional customer support experience is essential for business success.

Manufacturing 40

Manufacturing Social Media Customer Satisfaction Technology 40

Steven Van Belleghem

SEPTEMBER 6, 2020

A bank will look at the extent to which its apps and online tools are suitable to meet the financial needs of its customers. A retailer will look to see if its range and the way it is offered still match customer expectations. Car manufacturers took years before deciding to invest in electric vehicles and the sharing economy.

Manufacturing 98

Manufacturing E-commerce Retail Technology 98

PeopleMetrics

APRIL 4, 2017

In this and other fields such as manufacturing and electronics, this is done through Failure Analysis – a formal process for determining the causes of failure, to prevent it from happening in the future. Customer experience leaders know how put those failures to work. Don’t fail failure: Embracing “The Other ‘F’ Word.”.

Voice of the Customer 94

Voice of the Customer Gaming Innovation VOC 94

Zendesk

NOVEMBER 17, 2022

Build better customer solutions with new CX tools. Drills, sanders, and other power tools manufactured by Stanley Black and Decker have helped Americans with their home improvement projects for more than 100 years. But with evolving customer expectations, the venerable company needed a new kind of tool: customer service software.

Social Media 97

Social Media Manufacturing Engineering Omnichannel 97

Intercom

AUGUST 2, 2023

With all this focus on cutting-edge technologies and product innovation, are we embracing the customer experience as a major value-driver, or are we treating it as an afterthought? In today’s fast-paced and competitive business landscape, innovation has become quite the buzzword.

Innovation 52

Innovation CX Non-Profits AI 52

Uniphore

JANUARY 25, 2022

As the AI-powered customer experience (CX) frontier becomes more mainstream, companies will look to emotion AI to offer a differentiated experience rich in actionable data. As we’ve seen with other innovations, the more familiar people become with the technology, the more they expect to see it. And it’s a two-way street.

AI 130

AI Artificial Intelligence Healthcare Legal 130

Aquire

NOVEMBER 17, 2021

It’s much more difficult to compete on price, product variety, or number of stores — especially as bigger retailers can take advantage of massive economies of scale and are usually priority clients of manufacturers. On the other hand, customer experience is where competition gets interesting. Take credit unions, for example.

Retail 98

Retail Customer Experience B2C Omnichannel 98

Hodusoft

OCTOBER 1, 2022

The partnership aims at harnessing innovative UC technology for enabling businesses to modernize and reshape their communications. The partnership will enable HoduSoft to expand its reach globally and offer its innovative product suite to help businesses improve their contact center operations and keep their business growing successfully.

Contact Center 52

Contact Center Manufacturing Innovation Omnichannel 52

SugarCRM

JUNE 13, 2024

What we'll Cover: Key to Success in the Manufacturing Industries: Insights from the AHEADCRM Report The manufacturing industry is undergoing a significant transformation driven by rapid technological advancements, evolving customer expectations, and emerging customer experience trends.

Manufacturing 26

Manufacturing Customer Experience CRM Predictive Analytics 26

Chip Bell

MAY 12, 2020

Still, we see liquor companies and perfume manufactures making hand sanitizers, car companies making ventilators, and apparel manufactures making masks. But then, on January 19, 2020, the first case invaded our shores. The business of business has not quite become the business of health. A shining example is Uber.

Manufacturing 64

Manufacturing Hospitality Hospitality Customer Expectations 64

SugarCRM

AUGUST 19, 2019

The global manufacturing industry is changing rapidly. Driven by the phenomenal pace of technology and ever-increasing customer expectations, modern manufacturing businesses – from producers through to wholesalers and distributors – have had to adapt to a entirely new set of rules. Continued investment in IoT.

Manufacturing 20

Manufacturing Sales CRM Predictive Analytics 20

Zendesk

MAY 3, 2021

The rapid acceleration of digital transformation in retail has revealed that many innovations we’ve become familiar with, like click and collect personal shopping, and proactive outreach, have fundamentally changed various aspects of consumer behavior. Manufacturing. How should manufacturers invest in CX? Healthcare.

CX 52

CX Entertainment Manufacturing Healthcare 52

Aquire

AUGUST 30, 2021

Many manufacturers don’t give packaging much thought, other than making sure it protects the product sufficiently. Organizations are often faced with the challenge of trying to provide customers an engaging online customer experience that goes far beyond a website. FedEx is delivering an outstanding customer service.

Customer Experience 64

Customer Experience Non-Profits Retail Manufacturing 64

CX Journey

AUGUST 18, 2016

Customer expectations, swayed by the latest digital innovations, have put stress on traditional models and have prompted companies to transform their businesses to deliver better customer experiences. Complications arise when businesses try to understand what constitutes a better customer experience.

Touchpoint 52

Touchpoint E-commerce Innovation Manufacturing 52

SugarCRM

JULY 18, 2024

In an era where customer expectations are continually evolving, manufacturers are increasingly turning to digital solutions to innovate and stay competitive. According to her, Australian manufacturers are in the midst of a significant digital transformation, often prioritising it as a top corporate objective.

Manufacturing 26

Manufacturing CRM Compliance Sales 26

ClearAction

DECEMBER 15, 2015

This can be very healthy toward meaningful employee engagement and overall improvement of external customer experience. Internal customer experience improvement can be an important factor in organic momentum and growth. Anticipation of Customer Expectation and Reactions. Anticipation is integral to value creation.

Customer Experience 63

Customer Experience CXM Customer Experience Management Construction 63

ClearAction

JANUARY 4, 2020

Most employees do not hear much about customers’ realities and expectations. What if standards for every role could be defined by customer expectations rather than industry norms? Amazon starts every meeting with a customer story. In SunTrust meetings they check assumptions: did customers tell us they want this?

Customer Experience 48

Customer Experience Net Promoter Score Engineering Legal 48

SugarCRM

SEPTEMBER 17, 2024

Jayco Corporation and Jayco Adelaide are two companies operating in RV manufacturing and dealership industry, respectively. The company remains family-run, embodying a legacy of quality, innovation, and people-centered values. The company remains family-run, embodying a legacy of quality, innovation, and people-centered values.

Manufacturing 26

Manufacturing CRM Innovation Sales 26

Gainsight

OCTOBER 10, 2023

The use cases for AI are endless but most commonly tied to industries like healthcare, financial services, transportation, retail, energy, and manufacturing. Workflow automation: AI will show information about a customer’s learning and assign relevant courses. That level of innovation is right around the corner. What hasn’t?

Education 52

Education AI Artificial Intelligence Healthcare 52

ClearAction

JULY 23, 2023

Quality and continual improvement managers are striving to prevent problems and increase efficiencies for customers. R&D managers may be collaborating with customers to co-design and co-innovate solutions. They may have researched customers’ jobs-to-be-done. It engages employees from the start.

Government 62

Government B2B CXM Customer Experience 62

Customer Bliss

MARCH 1, 2019

With startups disrupting more industries than ever, how does your company stay ahead of customer expectations? As a customer, using the television is a value-creating activity, as well as comparing options, and trying the product. And he is one of the current judges of CNBC’s Disruptor 50 most innovative startups.

E-commerce 58

E-commerce Healthcare Compliance Customer Journey Map 58

Hodusoft

FEBRUARY 22, 2024

More Focus on Innovation: When businesses outsource their IT services to MSPs, they can focus more on their core areas and be more innovative. The innovation is not just limited to their core products or services but also in several other areas. They also don’t need to hire and maintain a dedicated IT team for the purpose.

Innovation 52

Innovation Technology Technology Gaming 52

Chip Bell

MARCH 5, 2019

I was teaching a workshop for a large manufacturing company about delivering exceptional service. My focus was on always giving your customers more than they expected. Neither of his parents was educated, but they valued living life “over their heads” and “beyond their pay grades.”

Sports 45

Sports Manufacturing Education Customer Expectations 45

SurveySensum

SEPTEMBER 19, 2022

Every business wants to listen to its customers and take corrective measures. The voice of the customer gives proper insight into what customers feel and helps decision makers to update their roadmap in the direction of the customers’ expectations. Reduce customer churn. Encourage customers to co-creation.

VOC 52

VOC Social Media Voice of the Customer Sentiment Analysis 52

The Success League

FEBRUARY 19, 2025

At The Success League, weve worked with many companies outside of SaaS, and weve seen firsthand how customer success must evolve to fit different industries. Whether its adjusting for business cycles, regulatory requirements, or customer expectations, a one-size-fits-all approach simply doesnt work.

Construction 52

Construction Finance Healthcare Education 52

Hodusoft

JULY 16, 2021

Many global companies are now focussing on ramping up their customer service business, due to a spike in demand. What are the essential tools used for managing customer expectations? Companies make customer interactions through two essential ways– call and contact centers. So what is driving this demand?

Contact Center 52

Contact Center Social Media CRM Omnichannel 52

Qualtrics

FEBRUARY 7, 2019

Value-based pricing uses customer perception as a way to determine the price point of a product. Instead of basing the price on how much it cost to manufacture, or how much a previous product was sold for, you base your retail price on the perceived value to the customer. Competitor influence on value-based pricing.

Manufacturing 20

Manufacturing Retail Customer Expectations Innovation 20

Fonolo

MAY 13, 2019

The brand, its products, and its thoughtful engagement with customers and employees remain difficult to match in an increasingly competitive marketplace (both instore and online). ” This, too, applies to the quality of its customer service. . For one, the level of customer expectation is increasing. About Miele.

Customer Service 96

Customer Service Contact Center Manufacturing Touchpoint 96